Several of the embodiments disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current work flow, and estimated work flow. Moreover, many of the improvements in contact handling systems disclosed herein automatically provide training, work, and incentives to company representatives to improve performance, proficiency, efficiency, effectiveness, automate scheduling, and automated work flow. More specifically, this application discloses a method for delivering training to company representatives. Also disclosed is an automated customer service and training management system. As a result of the teachings disclosed herein, customer satisfaction, employee satisfaction, and revenue may be improved in the contact handling industry.
Legal claims defining the scope of protection, as filed with the USPTO.
1. A computer implemented method performed in a contact handling system for delivering training to company representatives, the method comprising the following acts: a computing system electronically receiving information identifying a company representative in need of training; the computing system electronically receiving information defining a time parameter for completion of the training; the computing system automatically scheduling a training session based on the following: a work schedule for the company representative; current work requirements, where work requirements is defined by an expected amount or rate of communication media and the work includes servicing the communication media; expected work requirements; the time parameter; and a variable target customer responsiveness score, wherein the variable target customer responsiveness score is associated with a desired maximum or average time in queue for communication media and a relative amount of time spent by customer representatives performing work and completing training wherein training sessions are scheduled when the desired maximum or average time in queue for communication media of the variable target customer responsiveness score is met according to a predetermined criteria and training sessions are automatically canceled when the actual maximum or average time in queue for communication media comes within a predetermined closeness to the desired maximum or average time in queue for communication media of the variable target customer responsiveness score; receiving an updated variable target customer responsiveness score, wherein the updated variable target customer responsiveness score automatically triggers the cancelation of training sessions already begun by company representatives and automatically reschedules the training sessions for completion at a later date; and the computing system automatically providing the training session to the company representative as scheduled.
2. A method according to claim 1 , further comprising an act of notifying the company representative of the scheduled training session.
3. A method according to claim 2 , wherein the act of notifying the company representative of the scheduled training session includes informing the company representative of the training session and the time parameter.
4. A method according to claim 3 , wherein the notification includes an automated email, an electronic appointment for insertion in an electronic calendar program, an automated telephone call, an automated text message, an automated facsimile, or other automated communication media.
5. A method according to claim 3 , wherein the company representative is notified when the company representative is off-shift.
6. A method according to claim 1 , wherein the scheduled training session is electronically provided to the company representative when the company representative is off-shift.
7. A method according to claim 1 , wherein the scheduled training session is electronically provided to the company representative when the company representative is on-shift.
8. A method according to claim 7 , wherein work is routed to the company representative immediately before and immediately after the time during which the company representative is provided with the training.
9. A method according to claim 8 , wherein the work includes communication media to be serviced by the company representative.
10. A method according to claim 8 , wherein the work includes communication media to be initiated by the company representative.
11. A method according to claim 1 , wherein the time parameter is defined by a target date for completion of the training session or a target amount of time for completion of the training session.
12. A method according to claim 1 , further comprising receiving an electronic input specifying an amount of required training session completions in a specified time period.
13. A method according to claim 1 , wherein the work requirements includes a number of customer contacts associated with each communication medium.
14. A method according to claim 13 , wherein the customer contacts are associated with incoming communications media.
15. A method according to claim 13 , wherein the customer contacts are associated with outgoing communications media.
16. A method according to claim 1 , further comprising receiving an automated confirmation indicating completion of the training session by the company representative as soon as the training session is completed by the company representative.
17. A method according to claim 16 , wherein the training session includes a test, the method further comprising receiving notification of a test score when the training session is completed by the company representative.
18. A method according to claim 17 , wherein the score is compared to a training success criteria, wherein the proficiency is selectively assigned to the company representative based on a result of the comparison between the score and the training success criteria.
19. A method according to claim 1 , further comprising an act of storing information in a computer-readable media, the information describing a proficiency automatically assigned to the company representative as soon as the company representative completes the training session.
20. A method according to claim 1 , further comprising an act of identifying work associated with a work category, comparing the work category with stored information describing company representative proficiencies, and assigning the work to the company representative based on the comparison of the work category and the company representative proficiencies.
21. A method according to claim 1 , further comprising requiring authentication prior to updating the variable target customer responsiveness score.
22. A method according to claim 1 , wherein the variable target customer responsiveness score is associated with a particular geographic location, and a second variable target customer responsiveness score is associated with a different geographic location.
23. A method according to claim 1 , further comprising: identifying a particular company representative who has not performed work associated with a particular proficiency for a predetermined amount of time; and assigning maintenance training to the particular company representative to insure that the particular company representative retains the required proficiency.
24. A computer-readable storage media having computer-executable instructions for performing the following acts when executed in a computing system: a computing system electronically receiving information identifying a company representative in need of training; the computing system electronically receiving information defining a time parameter for completion of the training; the computing system automatically scheduling a training session based on the following: a work schedule for the company representative; current work requirements, where work requirements is defined by an expected amount or rate of communication media and the work includes servicing the communication media; expected work requirements; the time parameter; and a variable target customer responsiveness score, wherein the variable target customer responsiveness score is associated with a desired maximum or average time in queue for communication media and a relative amount of time spent by customer representatives performing work and completing training wherein training sessions are scheduled when the desired maximum or average time in queue for communication media of the variable target customer responsiveness score is met according to a predetermined criteria and training sessions are canceled when the actual maximum or average time in queue for communication media comes within a predetermined closeness to the desired maximum or average time in queue for communication media of the variable target customer responsiveness score; receiving an updated variable target customer responsiveness score, wherein the updated variable target customer responsiveness score automatically triggers the cancelation of training sessions already begun by company representatives and automatically reschedules the training sessions for completion at a later date; and the computing system automatically providing the training session to the company representative as scheduled.
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May 22, 2008
May 15, 2012
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